MyStake Casino - O jogador não consegue cancelar o bônus ativo.

I can't play any games because it tells me that I have an active bonus, and I want to cancel it but it doesn't give me any option, I can't even withdraw the amount I have, I would appreciate some assistance so I can continue playing!

No puedo jugar en ningún juego por que me dice que tengo un bono activo y lo quiero cancelar pero no me da ninguna opción, ni siquiera puedo retirar el monto que tengo, quisiera una ayuda para poder seguir jugando!

Dear aleezesan95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you activated any bonus when placing your last real money deposit?
• Have you tried to communicate this issue with the casino directly?

If there’s any relevant communication, please forward it along with a screenshot of your bonus history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

So how do I get that bonus? I want to continue playing but I can't do anything, neither play nor withdraw money!! Give me a help.

Entonces cómo hago para poder ocupar ese bono? Quiero seguir jugando pero no puedo hacer nada, ni jugar ni retirar dinero!! Denme una ayuda.

Have you tried to communicate this issue with the casino directly, please?

Dear aleezesan95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.